Troubleshooting Guide

Quality Management Troubleshooting Guide
30 September 2009
QM Configuration Setup Issues
Recording Issues
Problem Desktop recording fails.
Symptom. No recording files are in the C:\Program
Files\Common\QM\Recordings folder on the desktop where recording
is failing.
Solution Check the following possible causes and solutions:
■ Verify that the DNS is configured to resolve IP addresses and host
names. From the PC where desktop recording is failing, run the
command ping -a <Unified CM IP address>. If the ping cannot
resolve the Unified CM IP address, then neither can the
QM Desktop Recording service. Configure the DNS so that host
names and IP addresses are resolved.
■ Verify that the QM Desktop Recording service is running.
■ Verify that the phone and PC is correctly daisy-chained. The IP
phone must be directly connected to the Ethernet jack. The PC
must be connected to the phone’s PC port. The phone’s PC port
must be enabled.
■ Verify that the client PC is connecting to LDAP by verifying that the
sqmservice.dbg has a statement similar to “Connected to LDAP
server on <QM LDAP server IP address>.”
■ Verify that the Unified CM with which the phone is registered is
entered in the QM Configuration Setup Cisco Unified CM window.
■ Verify that the phone is associated with the QM JTAPI user by
verifying that cti.dbg log has the message: “MAC not in domain.
<MAC address>.com.spanlink.sqm.ctiservice.CtiException:
Specified MAC not in domain: <MAC address>.” and
sqmservice.dbg on the agent’s PC will have the message: “The
MAC address <phone’s MAC address> is not associated with the
JTAPI user.”
■ Verify that the QM CTI service is connected to the Unified CM CTI
Manger by looking into cti.dbg for the message: “SQM CTI Service
ready.”
■ Verify that the phone is configured in Unified CM according to the
Quality Management Installation Guide.
Action: Verify the phone is properly configured in Unified CM according to the